Patient Services Representative (PSR)

This document is intended to describe the general duties required for this position.  It is not intended to serve as an exhaustive list of all duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Position Summary

The Patient Services Representative (PSR) is responsible for providing administrative services to patients throughout the care cycle. This includes pre-registration, registration, verification and gathering/processing of patient demographic and financial information. This position will ensure that all patient insurance and financial benefits and transactions are appropriately updated, understood and interpreted. The PSR will promote departmental objectives through collaboration and quality performance.

Essential Duties and Responsibilities

• Oversees waiting area, coordinates patient movement, reports problems or irregularities. 
• Provides excellent customer service and greets patients and/or visitors in a prompt, courteous, and helpful manner. Answers questions about services, appointments, and policies. Provides assistance with patient portal 
• Contacts patients who are on the daily no-show report. Schedules, reschedules or cancel appointments as needed.
• Communicates with patients prior to the medical appointment regarding their financial responsibilities (co-pays, deductibles, etc.) and insurance benefits. 
• Checks in patients, verifies and updates necessary insurance information in the patient accounting system. 
• Obtains signatures on all registration forms and documents as required. 
• Uses the electronic health record (EHR) to document patient registration, pre-certification, check in, check out, charge capture and follow ups. 
• Scans, uploads and files documents accurately into the electronic medical record. Updates data for all patients, ensuring completeness and accuracy. 
• Completes sliding fee applications for new and returning patients annually.
• Posts all payments and balancing with the computer reports at day end. 
• Arranges for patient pre-payments and enforces financial agreements prior to providing service. 
• Performs daily cashiering functions including monitoring and balancing cash drawer daily. 
• Liaison between patient and medical support staff. 
• Supports clinical staff with non-medical tasks.
• Performs other related duties as assigned by management. 

Qualifications

• High school diploma or equivalent, required 
• Minimum of 1 year experience in healthcare information services and/or customer service required
• Experience with EMR, MS Word, Excel and Outlook required
• Excellent written and verbal communication and customer service skills required
• Bilingual (English and Spanish) preferred